Lead ServiceNow Engineer

KKR is a leading global investment firm that offers alternative asset management as well as capital markets and insurance solutions. KKR aims to generate attractive investment returns by following a patient and disciplined investment approach, employing world-class people, and supporting growth in its portfolio companies and communities. KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life and reinsurance products under the management of Global Atlantic Financial Group. References to KKR’s investments may include the activities of its sponsored funds and insurance subsidiaries.

We are seeking a Staff Engineer to oversee the design, implementation, and management of our Atlassian Jira and ServiceNow (SNOW) platforms, with a strong focus on system integration and CMDB governance. This role will be pivotal in building seamless workflows across technology and operations teams, improving service management, change control, and cross-platform automation.

• →Serve as the technical owner for Atlassian Jira, Jira Service Management, and ServiceNow platforms.
• →Design and implement roadmap for robust integrations between SNOW, Jira, and CMDB using APIs, webhooks, and integration tools (e.g., Mulesoft, Workato, native).
• →Ensure data consistency and integrity across platforms—especially for incidents, changes, and asset inventory (CMDB).
• →Partner with teams across Engineering, IT Ops, Compliance, and Enterprise Systems to build and optimize workflows.
• →Define best practices for workflow automation, issue templates, permissions, escalation paths, and custom fields in Jira and SNOW.
• →Lead platform upgrades, configuration audits, patching, and performance tuning.
• →Manage vendor relationships for tool licensing, support escalations, and roadmap alignment.
• →Maintain platform security, audit trails, and user access controls in coordination with InfoSec.

• 10+ years of experience in enterprise systems engineering, with hands-on ownership of Jira and ServiceNow platforms.
• Proven experience designing integrations between Jira-SNOW and SNOW-CMDB.
• Strong understanding of ITIL, service management, incident/change/problem workflows.
• Deep technical skills with scripting (JavaScript, PowerShell), REST APIs, and integration platforms.
• Experience working with Agile/DevOps teams and enterprise tooling ecosystems.
• Knowledge of configuration management, asset discovery, and infrastructure mapping is a plus.
• Strong communication and stakeholder engagement skills.

• Experience with CMDB data modeling and lifecycle management.
• Atlassian or ServiceNow certifications (ACP, CSA, CIS, etc.).
• Exposure to environments like AWS, Azure, or GCP with infrastructure integration to CMDB.

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